Quality Control, Total Quality Management, and Quality Standards Prepared by: Ralph Dorsainvil

Quality Control Statistical Process Control Control chart zone rules –8 rules

Statistical Process Control Control Charts –X bar – average level chart –P – fraction defective –C chart - # of defects per sample –U chart - # of defects per unit (more than one type of defect per subgroup) –R chart - ranges

X chart

P chart

Zones on a Control Chart

Zone Rules Test 1: Extreme Points Test 2: Two Out of Three Points in Zone A or Beyond (X bar only) Test 3: Four out of Five Points in Zone B or Beyond (X bar only) Test 4: Runs Above or Below the Centerline

Zone Rules (cont’d) Test 5: Linear Trend Identification Test 6: Oscillatory Trend Identification Test 7: Avoidance of Zone C Test (X bar only) Test 8: Run in Zone C Test (X bar only)

Examples

Total Quality Management Deming Ishikawa Taguchi Juran Tools Used

Ishikawa

Taguchi Loss Function

Juran Quality Trilogy –Quality planning Identify customers and needs –Quality Control –Quality improvement

Tools Used 7 Basic Tools –Histograms –Check Sheets –Pareto Diagrams –Graphs –Scatter Diagrams –Cause-and-effect diagrams –Control Charts

Pareto Diagram

Scatter Diagram

Quality Standards ISO Standards Kano models Blue Bird examples (pg )

ISO Standards ISO 9000 and alternatives –9001 – quality assurance in design/development, production, installation and servicing –9002 – quality assurance in production, installation and servicing –9003 – quality assurance in final inspection and test

ISO –Environmental standards Registration Audits –Internal –External Why? –Customer Pressure –Competitive advantage –Improved internal operations

Kano Model By Noriako Kano Better customer communication/Feedback 3 classes: Basic, Linear, & Delighter Requirements

Kano Model

Conclusion Quality Control, Total Quality Management, and Quality Standards are related Many more tools are used

Acknowledgements Berger, Roger W., The Certified quality engineer handbook Besterfield, Dale H., Total quality management 2 nd ed. Devor, Richard E., Statistical quality design and control Peach, Robert W., The ISO 9000 handbook 3 rd ed. Rao, Ashok., Total quality management: a cross functional perspective

Questions?